Swap it or send it back

Start at the order record

Open the order in the account you bought through and use the return option there. That record carries the price you paid, the date and the item, which is everything the process needs. We hold none of it, so a message to us cannot open a return and cannot speed one up.

Their published policy sets the window, the condition rules and how the money comes back. We do not set any of those and we will not quote numbers that are not ours.

Check the connector before you send anything

Most swaps we hear about are a connector mismatch rather than a fault. Pin tails do not take snap studs, and magnetic bases take neither. If the pads look fine but will not join the wire, that is what happened, and the fit pages on this site will point you to the pack that does join it.

Opened packs

Gel pads are a consumable and a used pad cannot go back into stock, so an opened pack sits under a different rule than a sealed one. That rule is the retail partner’s and it is printed on their policy page. If a sealed pack was clearly wrong when it arrived, say so in the return reason, since that is the fastest route.

What we want to hear about

A liner that would not release, a stud that pulled out of the backing, a pad that arrived dry: those are ours. Tell us and tell the listing, because only one of those two fixes your order and only the other one fixes the batch.

Letters reach us at 1206 S 40th Ave, Suite 8, Yakima, WA 98908. That is a desk, not a shop floor. Nothing is on display, there is nothing to try on, and a pack sent back to that door will not reach the retail partner who filled the order.